Front Desk Host

Proper Hospitality LLC•Santa Monica, CA

8d•Onsite

About The Position

Join the iconic Santa Monica Proper Hotel, where historic charm meets contemporary luxury in the heart of Santa Monica. As a Front Desk Host, you'll be the welcoming face of our 264-room boutique hotel, a seamless merger of historic retrofit and new construction showcasing stunning interior design by international style icon Kelly Wearstler. You'll help guests discover our tantalizing dining options by local culinary stars and our show-stopping rooftop lounge and swimming pool, while delivering the exceptional service that makes every stay unforgettable. As the first and last impression for our guests, you'll create memorable experiences through warm, personalized service in our sophisticated lobby setting. With 16,000 square feet of meeting and event space on property, you'll coordinate seamlessly with our entire team to ensure flawless guest journeys from check-in to departure. As a Front Desk Agent, you will be the first point of contact for our guests and play a key role in providing exceptional customer service. Your main responsibility will be to ensure a smooth and welcoming guest experience from check-in to check-out. This role is critical in maintaining the hotel’s high standards of service, guest satisfaction, and smooth operations. You will work closely with the Front Desk team, Housekeeping, and other hotel departments to ensure that all guest needs are met efficiently and professionally.

Requirements

Minimum of 2-3 years of experience from renowned boutique hotels, luxury properties, or Forbes-rated establishments.
Expertise should reflect a deep understanding of luxury hospitality standards, guest services excellence, and the subtle art of anticipatory service that defines the Proper experience.
High School Diploma or equivalent required.
Strong communication skills, both written and verbal.
Exceptional interpersonal skills with the ability to remain calm and professional under pressure.
Ability to multitask and prioritize effectively in a fast-paced environment.
Strong attention to detail and organizational skills.
Ability to sit or stand for extended periods of time.
Ability to occasionally lift or move up to 20 pounds.
Frequent use of hands, fingers, and wrists for typing, handling check-in materials, and operating the phone or computer systems.

Nice To Haves

Previous experience in customer service or hospitality is preferred, but not required.
Experience with hotel reservation systems (e.g., InforHMS, Alice, or similar) is a plus.

Responsibilities

Greet guests upon arrival and provide a warm, welcoming check-in experience.
Efficiently check in guests by verifying their reservation details, processing payments, and assigning rooms.
Handle guest check-outs, ensuring all charges are accurately posted and that guests depart with a positive impression.
Respond promptly and professionally to guest inquiries, requests, and complaints.
Resolve any issues or concerns that guests may have during their stay, ensuring they are satisfied with the resolution.
Provide information on hotel services, local attractions, and dining options, and assist guests with special requests.
Communicate effectively with other hotel departments (e.g., Housekeeping, Maintenance, Sales) to address guest needs and maintain seamless operations.
Handle incoming phone calls and direct them to the appropriate departments or assist with reservations.
Monitor the hotel’s email system and assist with online reservation inquiries.
Maintain accurate guest records and ensure all guest information is entered correctly into the system.
Process reservations and cancellations, ensuring that rooms are allocated efficiently.
Assist with preparing reports, inventory checks, and ensuring that front desk supplies are stocked.
Ensure the safety and security of guests, team members, and hotel property at all times.
Adhere to all hotel policies and procedures related to emergency protocols, health, and safety guidelines.
Work as part of a team with fellow Front Desk Agents, Supervisors, and Managers to maintain high levels of guest satisfaction.